I have been looking to change carriers and t-mobile works well in my neighborhood. I walked into the store after getting some idea what my monthly rate would be for three lines with unlimited talk, text and data. The woman I spoke to in this store said $140 was their lowest possible rate. I don't like playing games and haggling so I just left. I then called t-mobile and got three lines for $105. Maybe they work on commission at this store? read more

I came up there looking for a case for my phone, I changed my mind after how rude Douglas was acting. He loudly sighed like i was being a nuance to him and walked off. He needs to be fire. This is coming from someone who previously worked for T-mobile! read more

Marco was fabulous!! So appreciate his help and knowledge Lynda Sullivan read more

I went into this store today because I had a problem with my email. A young man named Douglas helped me. He was very knowledgeable and helpful. He resolved the email issue in about 5 minutes. I have been to other T-Mobil locations but this one in Old Town Pasadena has the best customer service. read more

These lackluster employees are useless... all 4-5 of them standing around like zombies that feel no sense of urgency to help.....I needed to know how to fix my broken screen and figure out the process of utilizing my insurance I pay for every month.... All I got was a 1800 number and a bland look.... They have no customer service skills and they just seemed annoyed to help people in general read more

Horrible inexperienced and unprofessional service at this location. I was being helped my Ashley. She lied to me about the iPhone activation. She had me waste almost An hour waiting for her associate to "open the safe" to get my phone only to tell me I couldn't take the phone and activate it. Good thing I ended up going to a different location in La Cañada. read more

Shout out to Nelson B. Asst. Mngr! Came in to talk about full migration from Sprint to TMobile and upgrade. Nelson was fully knowledgeable about sprint, military discount, what phone would be best and how to save money. Walked me through the whole process. I've been to other stores and didn't get the service or correct information. Thank you Sir! read more

Cindy, she is an expert. She help me out to get the transfer and suggestions the plans .thank you

My boy Douglas came through with a last minute switch on my sim cards. It was closing time and I needed help changing my sim cards from my old phone to my new one. He decided to help me set it up until past closing and was extremely nice, patient, and helpful through the process. People like him really make the customer service memorable! read more

Terrible customer service and NEVER ANY INVENTORY!!! They sold me a phone with no storage and refuse to take it back and to help resolve the issues. Totally incompetent idiots !!! There are many other locations in Pasadena.. DONT GO HERE. You'll get disappointed And Victor who is just an employee represented himself as a store manager, which is a total lie read more

I just bought a new phone and needed help with how to switch my mobile service from my old phone to my new phone as well as transferring safely all data to this new phone. I went to this T Mobile store in Pasadena, my phone wireless carrier. Didier was kind, and patient with taking care of my need. Thank you so much, Didier! read more

Douglas was great. I actually ended up closing my internet service with t-mobile because I moved and I didn't get a connection at the new spot. He was super understanding and respectful for my time, which I can't say about the customer/technical support people I interacted with on the phone. Douglas even went up to bat for me on the phone in store. I could easily write a 1 star review because of the times I was left on hold or just on the line for like 10 minutes at a time, but Douglas was great made up for those experiences 100% read more

T-Mobile is known for its amazing customer service, however I did not receive that at this location. I was eventually greeted and helped out. The Representative by the name of Anthony assisted me. I was a previous Sprint employee I explained to him, letting him know not to try anything funny on my account. I told him what type of device I want, what type of agreement I want, which was a lease. He explained to me that Tmobile/Sprint doesn't provide leases anymore, which is a LIE. He did everything that he could to not help me, until I got frustrated and walked out. Anthony was extremely rude. Two days later I came back to be helped out by another rep. Better interaction, Yes. I spent an hour and half that day, for them to tell me they can't upgrade me. Their manager Rudy stepped in, who was Sarcastic with his Spiteful jokes, was no help either. All he offered me is to pay of my lease and he would credited my account. I was okay with that, until he mentioned that I still can't upgrade. I walked out frustrated again without a new device. I had to upgrade online, but after my last two visits at this Old Town Location, I just might return it and port over to Verizon. Specially since Verizon is the same price as Tmobile now. T-mobile is Definitely not number one in customer service, please do your business online or elsewhere. read more

I normally do not write a bad review here on Yelp bit i am encouraged because of what i experienced with this T Mobile branch in Pasadena. I went to this store at 12 nn today to switch my Sprint phone to T- Mobile and i patiently waited to be attended to. Ahead of me are 4 other people, the first who i was chatting with told me she has been waiting for more than 30 minutes. I asked the student intern if the staff is on a break hence the long wait with only 1 service rep servicing another customer. Long story short, the manager whose name is Sean came out of his office with a hostile attitude towards me and asked me if i have a problem. What? I am shocked that an employee, more so a manager would come out with a nonchalant I don't care hostile attitude and confront a customer. First of all T Mobile- why are you employing/hiring people such as Sean who has Zero customer service? And to think he is training a student to do the job? Talk about a role model and mentor to the student trainee! Yikes! Will never go back to this store as long as this manager is employed here. As a long time Sprint user-- Im rethinking of switching to another carrier just because of this experience. Very incompetent and poor service. read more

I needed to unlock my I phone which was locked to T-Mobile . Once I had in use for 40 days it would unlock and it unlock. The crew at the Colorado store remimds of High school Jocks . The lack of Customer asistance was SOO lacking. Ashley was Great she helped get set up. Marcos is Great !!! I love their ad against spectrum . I'll be going over to them . It is cheaper by 12 $$ read more

Came in today and got amazing customer from Donovan! He helped me with some technical issues I was having with my phone. Seeing as I'm not very te by he guided me through with ease and abundant empathy. Thanks- it's much appreciated! read more

I was pleasantly surprised to receive exceptional and prompt service when I brought my Aunt in to help her set up her new iPhone. Douglas and the other associates were friendly and so helpful at answering our questions and making sure her phone was set up and in working order. Thank you for the awesome service! read more

I went there for a repair and the technician Alan really helped me in less than an hour from filing out the claim and fixing my phone in just 20 min read more

I went to this store to upgrade my phone, but the male worker there didn't even listen to me, first I asked him to calculate and tell me how much will be my payments including the trade in but he was rushing to bring me the phone, he didn't even give me the option to look at existing colors before buying it. I kept asking him about an estimate of my payments and he was answering me, which color do you want me to bring it for you? and at the end when he gave me the estimate he didn't even look at my account to tell me the better deals or options. because of his manner, I left and checked prices with the apple store then I came home and checked the website and I contacted T-mobile customer service the lady told me to wait for 2 months to finish my payments she saved me $60. I don't know if he's getting any commission or not but I definitely will not go back there and give him business I will pay off my phone and will trade it in with apple store instead of T-mobile, with his attitude he lost a customer. I didn't say anything to him but then I thought maybeee the company owners need to know their customer service isn't good at stores. read more

I usually hate having to go into my local phone service store because there are long waits and unhelpful/rude staff. It's just an exhausting experience and can take hours to figure out whatever you need to do, but cellphones/service are a big part of anyone's life so it's important to have reliable, convenient, and legitimate customer service. I received exactly that during the past two experiences times I've been here. It did take a long time to figure out what I needed to do, but that would've been standard at any store. However, I barely waited and was serviced right away. I got what I needed to get done and even received exceptional service. This location is also conveniently located in Old Town on Colorado. I would love to give a huge shout to Douglas and Julio as they were amazing to work with. I honestly have never received this amazing of service across the board with any of the past Sprint/T-Mobile stores I've ever visited - they helped me make the switch as easy as possible between the carriers and I am utterly grateful. They additionally went absolutely above and beyond, while being extremely patient, friendly, and helpful. We even had good conversations as they waited when helping me out. Thank you so much! read more